Redesigning the boiler purchase journey was a unique challenge. Our previous journey had record conversion levels and stakeholders with anchored expectations.

User needs, data, and insight had to compete with 'what works' during the discovery and signoff process. Resulting in a 'baseline' MVP product being shipped to enable design freedom in the future sprints.

When your boiler breaks it's often at the worst possible time. Winter is when we see customers shopping for a boiler replacement, our customers are under pressure to get their homes back on track.

A boiler is a high ticket, often unexpected expense for many. In the current purchase journey, the common belief was that more options for the customer were better, however, during our research, we found customers wanted to be advised on the option that best suited them. Convincing stakeholders of this required careful presentation of qualitative user research and quantitative data.

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The OKR's attached to this project covered 'number of quotes saved' and 'progression rate % increase of XX'. Our lead OKR of 'conversion rate % increase' along with all other OKRs where surpassed within the first month of shipping our new journey.

The release involved a/b testing against the original journey, something we considered throughout the design and build as the new journey needed to work with the legacy PMS.